End User Support Technician

Job description: Becker Keating and Young Technologies (BKY) has been a trusted provider of end-to-end managed IT services and software development since 1999. Based in the greater Edmonton area, BKY helps businesses navigate digital transformation with expertise in networking infrastructure, business continuity, cybersecurity, cloud services, and more. As our MSP business grows, we continue to push the boundaries of innovation in IT solutions for small to medium-sized businesses. Job Summary We are looking for a personable, dependable End User Support Technician to join our growing MSP team. In this role, you'll work directly with client staff every day, helping with everything from a computer that won't connect to the network to a new employee's first day setup to keeping their broader network and cloud environment running smoothly behind the scenes. Here's how we prioritize what we're looking for. First and foremost, someone who builds great relationships with our clients: friendly, clear, patient, and genuinely likable to work with. Second, someone we can count on: reliable, shows up, follows through, and takes ownership of a problem until it's solved. Third, technical skill. It's important, but it's the one thing we can train. If you've got the right attitude and a willingness to learn, we'll help you build the technical depth this role needs, including hands on work with switches, firewalls, VPNs, and Azure cloud environments. You'll be juggling multiple client requests at once, across a wide range of technology, from desktops and printers to servers and network equipment to Azure, so strong organizational skills and the ability to multitask are just as important as your technical know how. Duties & Responsibilities Serve as a friendly, front line point of contact for client end users, providing support by phone, email, remote session, and on site visits. Troubleshoot and resolve day to day IT issues, including desktops, laptops, printers/multifunction devices, and general office technology. Support client web applications and cloud based business tools, escalating more complex issues as needed. Configure and maintain network equipment such as switches, firewalls, and VPNs, and help manage client environments hosted in Azure. Assist with server related tasks such as user account management, backups, patching, and basic troubleshooting in Windows Server environments. Manage new hire onboarding and offboarding: provisioning accounts, setting up hardware and software, configuring access, and making sure new employees have a smooth first day. Juggle multiple client requests and priorities at once, using our ticketing system to track, document, and follow up on all work. Provide tier 1/2 support, escalating tier 3 issues to our senior network and systems team when needed. Maintain clear, friendly communication with clients throughout the resolution process, setting expectations and following up to confirm satisfaction. Document solutions and keep client asset and configuration records accurate and up to date. Participate in an after hours/on call rotation shared across the team. Flag potential issues or improvement opportunities in client environments before they become problems. Minimum Requirements A genuinely friendly, patient, customer first attitude. You enjoy helping people and it shows. Dependability: you follow through, show up when you say you will, and take ownership of problems until they're resolved. Strong verbal and written communication skills. Excellent multitasking and time management skills, able to manage several open issues and priorities at once, across different technologies, without losing track of details. Some hands on experience with IT support, help desk, or a similar client facing technical role. We consider candidates across experience levels, from those just starting out to seasoned technicians. Familiarity with Windows desktop/server environments, Active Directory, general networking (switches, firewalls, VPNs), and Azure is a plus, and we'll build on whatever you bring. Presentable, outgoing, and comfortable representing BKY directly in front of clients. Desired Attributes Certifications such as CompTIA A+, Network+, CCNA, or Microsoft/Azure certifications are an asset but not required. We sponsor certification programs, training, and hands on learning for the right candidate. Prior experience in an MSP or IT consulting environment. A calm, positive attitude under pressure and a genuine curiosity about technology. Job Types: Full-time, Permanent Benefits: Dental care Disability insurance Employee assistance program Extended health care Life insurance Paid time off Wellness program Experience: Microsoft Windows Server: 6 years (required) Customer relationship management: 6 years (required) Azure: 6 years (required) Firewall: 6 years (required) Active Directory: 6 years (required) Work Location: In person

Provide front-line technical support to clients via phone, email, and on-site visits to resolve hardware and software issues. Manage network infrastructure, Azure cloud environments, and user onboarding/offboarding processes.

Requires a customer-first attitude, strong dependability, and multitasking skills. While open to various experience levels, the specific requirements list 6 years of experience in Windows Server, Azure, and Active Directory.

• Dental Care • Disability Insurance • Employee Assistance Program • Extended Health Care • Life Insurance • Paid Time Off • Wellness Program

• Microsoft AzurePreferred
• Time managementPreferred
• Active DirectoryPreferred
• TroubleshootingPreferred
• MultitaskingPreferred
• VPNPreferred
• Network ConfigurationPreferred
• Technical SupportPreferred

Identified from the job description. Confirm important requirements above.

• Technical Support
• Azure
• Windows Server
• Active Directory
• Network Configuration
• Firewall Management
• VPN
• Customer Relationship Management
• Troubleshooting
• Onboarding/Offboarding
• Ticketing Systems
• Client Communication
• Multitasking
• Time Management
• Hardware Support
• Cloud Services

• Technology
• Customer Service & Support
• Consulting

Minimum education

Professional degree

Minimum experience

5+ years

Apply by

Sep 26, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Entry level